Fashion Designers
GucciHeadquarters
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Complaints
This profile includes complaints for Gucci's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 201 total complaints in the last 3 years.
- 48 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/24/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Gucci ************, very rude sales team. Not allowed returns or exchange, they always are going to argue and decline any time a return or exchange. I bough a pair of boots around 5 pm on a Thursday Oct 19/23, I was advice the day of the purchase that I will have 14 days for return if the boots were in a good shape , Friday morning oct 20/23 I went back to return the boots because they were absolutely heavy and uncomfortable to even walk on them at home over carpet and they said because I worn them at home they cant not accept the return . The boots were in an impeccable shape . Manager and employees were very rude and place a security guy standing close to me just in case .. just in case what? I felt completely treated like a criminal for trying to return / exchange a pair of boots . I called consumer service number and they said they cant do anything about because the decision of accepting the return is always a local store sales manager responsibility , Gucci corporate cant intervene about store manager decision . GUCCI ************, the do not have consumer protection policies. It is only base on how much they sale to be able to keep the store open at each location .Initial Complaint
Date:10/23/2023
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on October 6th for next-day shipping (sat the 7th)I was notified that my package was late. On Monday I received a notification my package was delivered. The person who was supposedly signed for the package arrived 4 hours after my delivery emailed. That means the driver forged the signature.I made a claim with Gucci and the claim was denied supposedly by *****.When I contact ***** they updated my claim from my information and paid the merchant on October 19th.Gucci claimed it's not true, but my claim was denied.I placed ***** and Gucci on three ways and they verbally told the representative that they were paid and they need to refund me.Gucci rep insist I dispute it with my bank with they was paid by fed ex already. This is not fair and this is robing me out of $2950.Please someone help me.Customer Answer
Date: 10/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
************* ******
Initial Complaint
Date:10/10/2023
Type:Sales and Advertising IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sold me a pair of shoes that tore up in less than a year. Then gave me the run around about getting them replaced. **************** had me drive to a store, telling me they were ready. Got to the store and they advised me corporate can not see the status. I called customer service back and spoke to a manager who hung up on me. Nothing is being done for my inconvenience. I have her pulling the calls and reviewing the notes. I expect better customer service from a luxury brand.Initial Complaint
Date:09/28/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased Gucci glasses from Lenscrafters that is still under warranty. I submitted a service request through Luxxotica which is the company that sent my glasses to me. My service request was cancelled and I was told to reach out to Gucci for repair. I reached out to Gucci and they stated that because I have prescription lenses in my glasses, that I can't get a repair. I reached back out to Luxottica who reiterated that they can't repair these glasses. I don't understand why they are selling glasses that can't be repaired if still under warranty. I either would like the money back that was paid for these glasses, a replacement or repair.Business Response
Date: 09/28/2023
Hello ****,
Thank you for reaching out to Luxottica Aftersales via the BBB.
We regret to hear that your Gucci glasses need serviced, and can once again confirm with you that Luxottica does not handle Gucci's brand for warranty issues. We understand that you have already reached out to Gucci, but we suggest you reach back out to them as we cannot assist you regarding this complaint. We certainly wish that there was more we could do in this situation, but it is out of our control and in Gucci's hands. If Gucci has denied your warranty request, please take that up with them. The reason your service request was denied on our end was because we do not service Gucci products. Thank you for understanding.Please contact ************** or **********************************************************
Thank you,
Luxottica Customer Resolution Team
Customer Answer
Date: 09/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. Luxottica should not be selling a product that they are unable to service. In addition, this product cannot be serviced by the brand that owns the product because the product was altered by Luxottica.
Regards,
**** *****Business Response
Date: 10/31/2023
Dear ***************,
We truly do apologize but there is nothing we are able to do on our end. Thank you so much and have a great day.
Kind Regards,
***********************
Senior Team ******** ****** Services Americas
GUCCI
***********************************. 12th FL.
***********, **. 07302
Mobile: ***************Customer Answer
Date: 11/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:They are not honoring their warranty. I am filing a complaint with my insurance company.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**** *****
Initial Complaint
Date:08/07/2023
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a gucci f**** pack from a Gucci Store on 21 Nov 2021. The product has a defect that the "leather" magnetic clasp started rubbing off. I sent a request to Gucci to repair it. The email response was that I needed to pay $150.00 for the repair since it was over the time period. I called on 7 August 2023 to speak to someone who could not articuate why it was not covered. I asked many times for the information stated in the email. It was stated that there policy was on my receipt which it was not. The first rep told me that I could not speak with ****************" because they did not do customer service. I called back at 3:00 (EST) ******** and spoke to another rep. *** said that I could not speak with *************** and that my f**** pack was not covered because it was over to years since my purchase date. Of course, I reminded her that Nov 2021 to now is NOT two years and she said "to her it is". I asked her about her counting of years and she went around and said it was not covered. I asked many times for the policy and she could not or refused to provide the policy. ******* continiusly told me that Gucci does NOT have a warranty policy even after she said it was for 2 years. I requested the f**** pack be repaired at no cost to me since it is under the two year ***** I also am requesting documentation as to why my f**** pack is not covered.Customer Answer
Date: 09/01/2023
Better Business Bureau:
At this time, I have not been contacted by Gucci regarding complaint ID ********.
Sincerely,
*********************** **** ****Initial Complaint
Date:07/31/2023
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 4th 2023, my partner and I visited a Gucci outlet location and made two separate purchases of a pair of shoes and an AirPod case. During the entire process of checking out and while chatting with the sales representative we were never once advised that sales were final and that we could return an item even if unopened and unworn. I advised the sales representative that I was hesitant about my purchase of this particular AirPod case as I was not sure if it would match with another purchase I had made a few months prior and again she never once mentioned that all items in this location were final sale.When speaking with a sales representative from a neighboring boutique at the outlet we were advised that it is customary and policy to advise all customers of the return policy at the time of checkout if it is not readily posted and within eyesight in the store. I have photos of everywhere throughout the store and no such notice is posted at all in this particular store. I have not used or opened this AirPod case and I am very disappointed that I was not given a choice to return this item as I am not pleased with this purchase and would not have made it if I had been made aware of such a strict and stringent return policy. I have reached out to an attorney with the photos I have taken and my complaint to see if there are any further steps that can be taken since my $300 refund will not be granted. Thank you.Customer Answer
Date: 08/24/2023
Better Business Bureau:
At this time, I have not been contacted by Gucci regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
Date:07/05/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Return shoes back to Gucci. It took them over 30 days to tell me that the order was damaged. They never called me to inform me. I continued to call them every other week. Only one email on 6/8/23 in that email it was stated refund takes one to two days. No other contact from buyers. Talk to them on 6/28/23 At this time they informed me that they will be returning shoes back because of policy. On 6/30/23 a box was delivered to my address. A family member got the box. I was at work and contacted immediately. Give family permission to open box . Member informed that there is a shoe in the box. Buyers never emailed me about delivery or a tracking number. This happened about 9:00 or 9:30. About 11:30 I received a email giving me tracking information and carrier info. Call the buyer and reported. Manager hang up on me. Any documents you need I have. Thank youBusiness Response
Date: 10/05/2023
This case was resolved through clients financial institutions. This complaint is resolved.Initial Complaint
Date:07/04/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
formal complaint against GUCCI regarding their lack of response to my concerns and their refusal to accept a return of a defective product. Despite attempts to contact GUCCI and express my dissatisfaction with their product, I have been met with silence and an unwillingness to rectify the situation. I kindly request your assistance in addressing this matter and obtaining a resolution. On June 14th, I purchased a product Order number ************. online through their official website for the total amount of $1,689.35. I was eagerly anticipating the arrival of this item, as I have bought from GUCCI before and have always been satisfied with their products. However, upon receiving the order, I discovered significant defects that rendered the item unusable. Immediately recognizing the issue, I promptly emailed GUCCI customer service department on June 16th to express my deep concern and disappointment regarding the product. I provided a detailed description of the defects, and have relevant photographs as evidence. I emphasized the urgency of the matter and requested guidance on how to proceed with a return and refund. Regrettably, despite sending follow-up emails and waiting for an appropriate period of time, I have not received a single response from GUCCI regarding my complaint. In light of their unresponsiveness, I decided to return the defective product to the nearest GUCCI store on June 26th via ****** However, to my astonishment, the store refused to accept the return, stating that they were unable to process returns for items purchased online. This left me in an exceedingly frustrating predicament, I kindly request that the Better Business Bureau intervene in this matter and advocate on my behalf to ensure a fair resolution. Specifically, I would appreciate your assistance in facilitating the following: Immediate communication from GUCCI regarding my complaint and either a refund of $1,689.35, replacement or store credit for the product that was returned.Customer Answer
Date: 07/31/2023
Better Business Bureau:
At this time, I have not been contacted by Gucci regarding complaint ID ********.
Sincerely,
********* ************Business Response
Date: 10/05/2023
#******** *
emailed team
filed case
called client no answer We received the update from our Team in the Toronto Store.
Our records show this return was denied due to the item being deemed as counterfeit.Business Response
Date: 10/24/2023
We do not attch tags like this. This tag is also not a tag that we have ever used in ay of our items.Customer Answer
Date: 10/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Again, that is irrelevant to me. This is what I received in the mail. Please show me any proof of handling to show that was not the bag that was packed together. This complaint is taking too long and I want a refund or store credit for the inconvenience.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********* ************
Initial Complaint
Date:06/27/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June17th made a purchase at the GUCCI store in ******** **. I sometimes shop at the Gucci store in ****** square ******. Made two purchase for my husband for Father's day. I explained to the store staff I wasn't sure if it would fit or if he would like them and she said "you have 14 days to return them" as that's how it is in all the GUCCI stores. I was leaving work yesterday 6/26/23 and realized I didn't have my original card of purchase in my purse so I called the wrentham GUCCI store to ask if I needed my card to make the return and the gentlemen said "no you don't you only need your receipt for return" When I arrived at the store I was greeted by manager "*****" I told her I wanted to return the two merchandise because it didn't fit my husband. She said I could only exchange not return and no store credit. I told her I asked this prior to purchase and nowhere in the store is it posted and was not told to me at the time of purchase. She informed it's on the receipt. But you only see that once the purchase has been made and get a receipt. I would like my refund the same way i purchased it and they need to be more clear and posted in store prior to purchase.Please HelpCustomer Answer
Date: 07/22/2023
Better Business Bureau:
At this time, I have not been contacted by Gucci regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
Date:06/26/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered shoes from Gucci on May 7 ***** for $890 (with tax $ 934.69)Unfortunately they were too small and I sent them back on May 17, delay was due to Gucci's computer return system being down. The shoes were sent back in new condition with all associated paperwork and packaging.Gucci was supposed to send a larger size but they sent the same size and the shoes they sent were used and poorly packaged with no paperwork I called Gucci and initiated another exchange. The shoes were delivered to Gucci on June 13, on June 22 Gucci notified me they would not accept the returned shoes and sent them back.Customer Answer
Date: 07/20/2023
Better Business Bureau:
At this time, I have not been contacted by Gucci regarding complaint ID ********.I did challenge the sale with my credit card company and they issued me a temporary refund.
I would still like to hear an apology from Gucci for their poor treatment of me and wrecking my wife's Mother's day gift.
Sincerely,
***********************
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